Service Desk Technician

We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support team. This role will serve as the first point of contact for end users and will provide technical assistance through phone, email, chat, and ticketing channels. The analyst will troubleshoot common technical issues, document all interactions in the ticketing system, follow customer-specific processes, and escalate complex issues when required. 

The ideal candidate has strong communication skills, a customer-first mindset, basic technical troubleshooting ability, and the discipline to follow structured processes in a high-volume service desk environment.

Shift: M-F 11a-8p and M-F 1p-10p

Must-Have Skills 

• Customer service experience 
• Phone, email, and chat support experience 
• Basic Windows troubleshooting 
• Microsoft Office / Microsoft 365 support 
• Ticket documentation experience 
• Strong verbal and written communication 
• Ability to follow process and escalate appropriately 

Nice-to-Have Skills 

• ServiceNow or other ITSM platform experience 
• Active Directory support 
• Password reset/account unlock experience 
• VPN troubleshooting 
• Remote desktop support tools 
• ITIL understanding 
• CompTIA A+ or Microsoft certification 
• MSP or high-volume service desk experience 

Work Environment 

This role may be performed onsite, remote, hybrid, or in a centralized service desk/contact center environment depending on customer and account requirements. The analyst may support multiple customers, business units, applications, and technical environments. Depending on the service model, the role may require participation in 24x7x365 coverage, rotating shifts, shift bidding, weekend coverage, holiday coverage, or after-hours support. 

This is a Contract position based out of Catonsville, MD.

The pay range for this position is $18.00 - $18.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Catonsville, MD.

This position is anticipated to close on Oct 31, 2026.

This is a hybrid position in Catonsville,MD.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.